JCL Blog

Customer satisfaction should only be measured on a binary scale: satisfied or not satisfied. If I was king for the day I would say that when asked if satisfied, the customer could only answer:

1) Unbelievably Great, or

2) There Must Be a Better Way

Even without my coronation, I propose that this is the way customers think today but are reluctant to be so emphatic about it. We all purchase products and consume services that do less than blow our minds with quality, service, or value; let alone all three.

In some cases the government has reduced our choices (think internet access), or monopoly power has reduced competition (think computer operating systems), or strangely, we have voluntarily locked ourselves in a cage with reduced options (think frequent flier miles).

The unsatisfied / must be a better way category takes up an overwhelmingly large portion of the consumer landscape because we have made price a disproportionately large factor in product comparisons. In addition, some very expensive but unsatisfying products (think of an expensive luxury car with poor reliability) have eroded the trust between the manufacturers and their customers.

Just when you think we are doomed to fill our lives with cheap and crappy products delivered across the Pacific by the shipload, some unbelievably great products arrive to save the day. My favorites are the Tesla and the Nest. Elon Musk and Tony Fadell have delivered to us products that are indeed unbelievably great. And customers are willing to pay well above the competitors prices for them – therefore restoring my faith in us, the consumer.

These two guys and their products are great disruptors. They refused to believe that cars or home automation were places without innovation or an appreciation for good engineering and design. We all should look to their example the next time we are feeling that there must be a better way.

What a difference a year makes. Last year I tried to do a little home automation. First I bought a whole bunch of Zwave stuff including a Mi Casa Verde Vera 2, a Trane remote energy management thermostat, and a pile of light switches. I spent a couple of weekends trying to get the stuff to work - it actually did for about 10 minutes, and then the controller got corrupted somehow, the new firmware had to be installed from a Win XP machine.... and well, yah.

So I thought, maybe the high priced route? So I signed up with Schlage for their Zwave controller and paid service (Mi Casa Verde is free after you buy the controller) and another few weekends of screwing around and the project was abandoned. The ironic thing is that my old thermostat was programmable, and the Trane needed the controller to be programmable, so for most of 2012 my functionality was worse than 2011 and before.

Friday I put in the Nest thermostat. Done in 10 mins. I can control it from my iPad, my Android phone, or any PC. Done. Awesome.

Now it is learning to program itself from our behavior. Awesome.

I cannot wait to see what Tony Fadell and his team introduce next. No matter what it is --- I will buy it. It is beautiful, it works, and it is an absolute pleasure to interact with the company.

About that interaction. I have never called them, or emailed them, or tweeted to them, barely had to read the instructions.... so what is this "interact with the company"?

The thought and care that the Nest team put into their product speaks volumes. It is just as magical to see it on my wall as it was to hold 1,000 songs in my pocket with the first iPod.

I am sure many companies strive for this kind of perfection... but almost no one can do it.

Way to go Tony and the Nest team.

Here is a picture of the screwdriver that comes with the thermostat. Need I say more?